Lead Medical Support Assistant

SummaryThe H. John Heinz III VA Medical Center - Pittsburgh - PA - Beaver Community-Based Outpatient Clinic (CBOC) is recruiting for a Lead Medical Support Assistant (MSA) position in Primary Care for the start of Fiscal Year 2027. The Lead MSA provides support across a variety of administrative functions related to Veterans' outpatient visits - care - and treatments.QualificationsApplicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met.Basic RequirementsUnited States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA PolicyEducation: High school diploma - General Education Development equivalency certificate - or proficiency certificate from a State or territorial-level Board or Department of EducationEnglish Language Proficiency: Candidates must be proficient in spoke and written English in accordance with 38 USC7403(f)May qualify based on being covered by the Grandfathering Provision as described in the VA Qualification Standard for this occupation (only applicable to current VHA employees who are in this occupation and meet the criteria)Grade Determinations: Lead Medical Support Assistant GS-7: In addition to the basic requirements - you must meet the specialized experience for the grade: Experience: One year of experience equivalent to the GS-6 grade level: The Advanced MSA provides specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery modelWork involves specialized administrative judgment and the flexible use of a wide range of clinical flow processes relating to access to care across multiple clinics - specialties - and/or care in the community resourcesRecommends changes to existing clinic procedures based on current administrative guidelinesExpertise in utilizing numerous advanced patient systems in support of multiple clinics involved in an interdisciplinary coordinated care delivery modelCoordinates with the patient care team to review clinic appointment availability utilization to ensure that clinic schedules are closely monitored to effectively support the needs of the clinics - and [makes adjustments as necessaryMSAs at this level develop and/or maintain effective and efficient communication with the patient - interdisciplinary coordinated care delivery model teams - VA medical centers - and other agencies (e.g. - assist with communications during the inpatient to outpatient dischargecommunicate with non-VA medical facilitiesprepare correspondence to notify patients of normal lab resultsmanage a system for follow-up care such as consults - tests - etc.)AND Demonstrated Knowledge - Skills - and AbilitiesCandidates must demonstrate all of the KSAs below: Advanced knowledge of medical terminology and a wide range of clinical flow processes relating to access to care across multiple clinics - specialties - and/or community resourcesAbility to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary settingAbility to organize work - set priorities - and delegate tasks/responsibilities in order to meet deadlinesSkill in communicating with individuals to obtain the desired effect and coordinating with a variety of interdisciplinary care team staffAbility to provide staff development an trainingAbility to manage staffing requirements - manage workflow priorities - and adjust the flow of work to meet team and patient needsThis includes the ability to follow-up on pending issues and demonstrate an understanding of the impact of incomplete work across multiple clinicsReference: For more information on this qualification standard - please visit https://www.va.gov/ohrm/QualificationStandards/The full performance level of this vacancy is GS-7. The actual grade at which an applicant may be selected for this vacancy is GS-7. Physical Requirements: See VA Handbook 5019.DutiesThe Lead MSA provides specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery modelWork involves specialized administrative judgment and the flexible use of a wide range of clinical flow processes relating to access to care across multiple clinics - specialties - and /or care in the community resourcesSome of the major duties of this position include - and are not limited to: Ensures accurate and timely scheduling of appointments and completion of return to clinic orders and recallsConducts ongoing reviews to ensure quality of work Provides guidance to staff members to include changes in policies and procedures - distributing and balancing workload to care Provides input during team meetings to assist in resolving problems having to do with operational issues or procedure As a liaison among administrative staff - patients and other interdisciplinary staff to resolve day-to-day conflicts Records and monitors leave calendars and timekeeping dutiesSets priorities and deadlinesadjusting the flow and sequencing of the work to meet team and patient needsMonitors work assignments - provides input on performance - resolves daily workplace issues - and maintains efficient workflowReviews data and reports to ensure efficiency - quality - and completion of work Follows policies and procedures related to scheduling and access workflow - unresolved open consults and return to clinic orders and responding to actionable reports for open encounters - action required and other unresolved encounter documentation reportsEnters appropriate information into the electronic health recordsAssists in gathering information related to patient complaints in the Patient Advocate Tracking System (PATS-R) and assist the supervisors in resolving complaints in a timely fashion Develops and maintains effective and efficient communication with the patient - the interdisciplinary team - their supervisor - and other specialty services within the healthcare systemWorks collaboratively with other servicesOrients and provides on-the-job training for new and current employeesensuring all training requirements are metParticipates in team huddles and meetingsManages clinic reportsPerforms administrative follow-up actionsAbility to analyze complex problemsSupports all applicable services Primary Timekeeper - Encounter completion Appointment management - Clinic profile management Manage scheduling menus in VISTA to schedule appointments in GUI - ISS and other specialized scheduling programs Answers clinic phones using specialized call center software Subject matter expert in all administrative support applications: VISTA - VSE - VISTA GUI - CPRS - Secure Messaging - Consult Tracking Manager (CTM) - PATS-R - etcPreferred 1-2 years of experience with VA Scheduling Programs and management of appointments Work Schedule: 8:00am - 4:30pm - Monday to Friday Telework: Not Available Virtual: This is not a virtual positionFunctional Statement #: 000000 / Lead MSA Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized